ServiceNow Inquiry

[ab_frostbite]

I would like to verify if that is the expected behavior of ServiceNow that the ticket will not set to In progress if got email from the user via email functionality?

[Shivalika]

Hello @ab_frostbite 

Yes, if you don't specify what other actions you want for inbound email action it would work as configured. 

Please mark my answer as solution here and continue the conversation in your other post. It will reduce confusion and sync

[Brian Lancaster]

This is not out of the box behavior.

[Robbie]

Hi @ab_frostbite,

Depending on which 'ticket' (Table and process... eg Incident or Case in Customer Service Management (CSM)), as well as the current state of the 'ticket' will determine out of the box (OOB) what is updated.

For example, in CSM, if a case 'ticket' is marked as Resolved and a customer replies, the ticket can be Closed or moved back to Open depending whether the solution was accepted or rejected.

Additionally, if a case has been marked as 'Awaiting info' and the customer replies, the case 'ticket' will again move back to Open. (These are OOB actions and are expected)

The ITIL processes and modules (Incident, Problem, Change etc) differ greatly and do not cater for these updates OOB. Check the 'Inbound Actions' under 'Email' to see whats currently configured and also where to update these actions.

Additionally, Flows are a good low code option for new implementations moving forward.

To help others (and for me to gain recognition for my efforts), please mark this response correct by clicking on Accept as Solution and/or Kudos.



Thanks, Robbie